CCO SEA Series - November Edition 2021
Refining Workflows Strategies and Brand Promises for Customer Delight
Hosted by Factor
- 500 attendees
- 10200 hours
Overview
In today's ever changing climate, organisations need to be able to differentiate their brands and provide exceptional customer service to stay and stand above their competitors.
In this month's CCO SEA November Series, we'll be exploring topics and finding a solution on how to:
Develop a clear CX vision and strategy in your organisation
Using design thinking for CX initiatives
How to develop a resilient customer-centric mindset
What to expect
- Hours 2+
- Speakers 5+
- Live Interactions 1:1
- Virtual Attendees 150+
What we will cover
- The Real Business Value Unlock the Value in Your Customer Data
- Shape Your CX Improving CX Outcomes
- B2C And B2B CX Design Strategies with “Moments Of Truth”
- Thinking for Success Brainstorming to Final Product with CX
Agenda
- How a Multinational Personal Care Corporation Build Their Multi-product, Multi-country Digital Marketing Platform(Plenary) Driven by the need to promote multiple products over 80+ countries and targeted at different audiences, this multinational personal care corporation had to rethink their digital marketing strategy and how to deliver experiences across segments. In this fireside chat, we will share how EPAM and Sitecore joined forces to help them integrate the solution and embark on a content optimisation journey. Through integrating legacy digital asset management systems, third-party translation services and Sitecore digital experience platform, they drastically improve content planning, production and deployment which greatly enhanced the customer experience.
- Keynote: Using Design Thinking To Develop Superior CX(Plenary) How to improve your customer and key stakeholder experiences Deliver onboarding training programs to develop skills capability Implement effective strategies to support leadership team
- The Future of Customer Engagement(Plenary) COVID-19 evolved the way businesses communicate with their customers forever. As the pandemic hit, we instantly changed the way we connect with friends, family, businesses, customers and colleagues. Digital transformation, the macrotrend that defined the past decade, accelerated at a remarkable rate and the ability to create and maintain customer relationships has never been more important. Is your customer engagement strategy ready to meet the ever-changing expectations of consumers?
- Spotlight Speaker - Ryan Tuckwood - How to Achieve Your Goals for Long-term Success(Plenary) Join global sales coach and leader Ryan Tuckwood (SWISH Co-Founder and CEO) as he takes us on a dynamic, inter-active session on goals setting for leaders as we head into 2022. Without goals, we have no clear direction, Ryan will help to transform your mindset and help you develop both personally and professionally. This session will focus on: Habits and behaviours Infinite goal setting How to increase your productivity / your teams productivity
- Keynote: Leveraging Data From Different Points Within The Customer’s Journey(Plenary) The 360-degree view is the foundation that makes an organisation's relationship with customers experiential rather than transactional—the key to long term customer relationships and positive endorsements. This session will cover: A comprehensive view of customers by leveraging data from different points within the customer’s journey Tracking structured and unstructured data to gain customer insights Predicting future customer behaviours and provide a customised customer experience
- Panel: Shape CX for Improved Business Outcomes(Plenary) This panel will address: Linking customer experience with business objectives Improve customer satisfaction through data Capture customer feedback in real time
- Keynote: How To Transform Your Supply Chain To Be Customer Centric(Plenary) Mindset change driven from the top Digital transformation organization, strategy and tactics Desired customer-centric culture and customer experience
- Spotlight Speaker - Mark Carter - The Art of Leadership(Plenary) Mark Carter is a globally experienced keynote speaker. Drawing on experience working with blue chip brands in over 40 countries, Mark leverages leadership, culture, sales and behavioural science expertise, along with his natural energy, creativity, and innate ability to relate to any audience. Join this dynamic session as we gain valuable insights into how you can develop your leadership skills, focused on: The evolution of leadership theories and traits The impact of EQ (emotional intelligence) on modern day leadership An overview of the five facets of EQ: what they are and aspects to focus on
Speakers
Edcel Paul Tejare · Customer Champion, Zapier Edcel has been in the software industry for the last 5 years spanning different technical roles around brand leadership, solution sales, channel sales, and customer success handling a wide breadth of collaboration, human resource, cybersecurity, and API products as he moves to work from different software leaders in the industry such as IBM and Trend Micro. He has worked directly with customers from conceptualizing a tailored-fit solution to onboarding and solution adoption up to making sure they achieve their goals with success. He has now moved to work as a Customer Champion handling the onboarding of new users at Zapier — which is a pioneer start-up in the field of API automation and ‘all-remote’ work that has made to Forbes Cloud 100 list. Outside work, he loves traveling, taking care of his plant babies, and playing some music. He also makes his own coffee using different methods and complexities as his form of meditation and relaxation.
Arjun Kochhar · Customer Experience (CX) & Insights Leader, APAC, Kimberly-Clark I lead the customer experience and insights agenda for Kimberly-Clark Professional (KCP), APAC. Responsible for designing a comprehensive CX strategy and framework to enable new capabilities for KCP. In this role, I manage a growing team and oversee initiatives such as customer insights, digital business technology, voice of customer, customer journey mapping and demand generation to drive commercial transformation as well as strengthen our distributor and end-user partnerships.
Richard Korn · Executive Director, CX, Ipsos As Executive Director for Ipsos Hong Kong, leading the Customer Experience (CX) and Channel Performance divisions, Richard brings 17 years’ experience in helping organizations spanning across Europe, Asia, and Australasia manage their customer experiences. His experience extends to multiple sectors including Banking, Insurance, Retail, Hospitality and Luxury having supported different brands with their CX Strategies and roadmaps, helping to turn that vision into reality. The types of studies Richard has led and overseen include CX Maturity Assessments, Executive-level in-depth-interviews, Compliance & Service Mystery Shopping Evaluations, Customer Journey Mapping and Voice of Customer design helping clients to drive positive CX change leading to direct Return on Investment (ROI). Richard is a Certified Customer Experience Professional (CCXP) and well positioned to advise on VOC design, stakeholder alignment, organizational adoption and accountability, metrics measurement and ROI.
Ragini Chilappagari · Global eCom & Purpose Lead, Unilever With over seven years of experience in eCommerce and Digital, Ragini is a true believer in all things Digital. Previously the head of eCommerce at a lingerie private label brand, she currently leads Brand Purpose at Unilever. She drives design, marketing, and tech innovation for an online platform for women in her current role and also doubles up as an eCom anchor for one of India's largest skincare brands. She believes that - "Working at a start-up has taught me the 'hustle,' my current experience at an MNC has taught me 'discipline,' and my new role as a mother has taught me how to multitask and excel every day."Nadia Adelstein · Portfolio Manager, Factor A branding & events expert, with 10+ years experience in exponential marketing, Nadia thrives on bringing stories to life through creativity. Working overseas for 12 years on both agency and brand side, she has a unique approach to business strategy.
Partners
- Sitecore Sitecore delivers a digital experience platform that empowers the world’s smartest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the only company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Leading companies including American Express, ASOS, Kimberly-Clark, L’Oréal and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers. Learn more at Sitecore.com.
- Twilio About Twilio Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer's toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.
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